My IT department supports our customers (our very own corporate office) with IT and ERP support. Our customers may submit a ticket and not realize the scope of work. A 30 minute fix may be a week long project and so on. We would like to distinguish help desk issues from full blown projects. We've been doing this by resolving tickets under the category "project". This removes the ticket from our queue (which is a win). However, we no longer have the ability to update the customer on the project's status.
Summary: JSD is not a project management tool.
My solution: Move help desk tickets labeled as "project" to the Jira software queue. At least then we can utilize the kanban board functionality to update the customer.
Has anyone experienced a similar issue? Is this a flawed business process that can't be salvaged in Jira?
Any help would be greatly appreciated.